Episode 22: Jessica Turgeon - Pearl Vision Experience

Ever had an eye exam that felt more like a drive-thru than healthcare?In this episode, you’ll hear why taking time with patients is the difference between a forgettable visit and a genuinely good experience. Jessica left Target Optical for Pearle Vision, assuming a brand focused solely on eye care would feel more professional than having her exam next to people buying bananas.Instead, she went from a doctor at Target Optical who asked questions, listened, and took the time to understand her needs… to a whirlwind Pearle Vision visit where her questions went unanswered and her contact lens exam was skipped entirely.Every brand has an experience gap: the difference between the experience you think you’re delivering and what customers actually live through.At The Insight Shop, we help you see that gap clearly—and fix it. From interviews and journey mapping to co-creating better processes with your teams, we turn real stories into practical changes.If you’re listening and thinking, “Uh oh, that could be our Pearle Vision story,” it’s time to talk.Visit theinsightshopllc.com and let’s design an experience your customers actually rave about.